“Absolutely disgusting customer service. After having a terrible time with them asking for compensation because of all the hassle we have had and poor workmanship and delays they couldn’t even be bothered to come to a meeting they had set up and didn’t bother to let me know it was cancelled. DO NOT GO WITH THIS COMPANY IT IS THE WORST I HAVE EVER USED IN MY LIFE . Tania”
“MOST things. 2 rooms to be fitted, together in June. 1st one OK but beacause of space we changed the doors on 2nd one to sliding so they delayed the whole thing. We were given a July date and the wardrobe was fitted. Due to poor design the doors did not meet. A surveyor came out and was dismissive and said a block of wood one end would do it. Sheer laziness, I havd to fight to get the end panel moved so it met the horizontal and then the doors closed. The fitter spilt coffee on the shelves in the wardrobe and on our other furniture. I had a receipt for balance due -Nil, now threatening courts for an extra £315. I shall never use this company again and wish I had not in the first place, Trying to download photos buy says unable!!”
“Bespoke designed wardrobe has left my dresses unable to be pushed from left to right, but have to be manouvered around a supporting strut. According to Hammonds this is not a design fault?? The fitter leant his metal ladder against my painted walls causing damage to two walls. Apparently this is 'acceptable within the terms and conditions'. I had to pester and badger to get any response from the company and then when I did all interactions were rude and dismissive. Would I use the company again? No. Would I recommend them? Never.”
“Awful company with no accountability. Commissioned 4 rooms out of which three had catalogue of errors and issues; incorrect measurements, materials going missing, incorrect ordering of materials, not ordering materials and late delivery of materials. Hammonds completely ruined the main bedroom errors made by the surveyor. The room had to be reconfigured not to my likely which also means I have to get the room redecorated.
They were in breach of contract as could not complete the order on time as stated in their contract for the order.
Will never use Hammonds again nor recommend them. Complete mismanaged my order. They are an absolute shamble of a Company. When it came to compensation, they have 100 excuses not to pay this out.”
““I don’t often post negative experiences, but this one needs calling out.
We approached a company for an under stairs storage solution. What should have been straightforward turned into a six-month saga.
The first site survey ended with them telling us it couldn’t be done.
The same surveyor returned with a ‘revised’ design we could move forward with except it wasn’t measured properly, forcing yet another tweak to the plans.
Leading up to installation they managed to mix up our details with another customer and went to the wrong house entirely.
Half the equipment turned up smashed or damaged. Leaving us with a part-install for three weeks.
Every one of these visits meant I had to step away from work. Time that, as any business owner knows, you never get back.
The company gave no acknowledgement or no apology of these issues.
An absolute shambles from start to finish.””
“We purchased one of the new range fitted wardrobes after receiving a visit from Tom who stated he was a former Architect and we excitedly proceeded with our bedroom plans.
Tom answered all queries on the day and sent over the plans drawn up.
This was followed by a surveyors visit to ensure the measurements were correct...and following this, that is where all the issues began.
In short, we had no less than 4 cancellations of scheduled plans to fit the wardrobes. This is due to a severe lack of contingency within the firm.
This was then followed by a product that had clearly failed quality assurance being sent to the fitter despite the damage; resulting in further delays for ordering and fitting schedules.
The estimates for fitting were grossly underestimated and Hammonds changed their minds on 3 occasions on how long the installation was likely to take; further impacting amount of leave needing to be taken and much of which was wasted.
The measurements despite being checked by 2 professionals seemed to have been inaccurate, with the poor fitter struggling to manoeuvre them through our narrow stairs and hallway causing damage to the paintwork and plaster.
The whole complaints procedure requires attention as it seems many of the staff have little understanding of empathy or consideration of the customer's experience.
We were bounced around from pillar to post with various people taking over the complaint at different junctures - perplexing to think that once escalated to Senior Leigh Meecham, this was then swiftly de-escalated to her junior. In the end, this person was also unavailable and we were left wondering if the cleaner would be the next person to call.
As a disabled person, I found the whole thing stressful but if this review can save anyone else going through the ordeal, at least something has come out of it.
From a £3500 order, for the ineptitude,negligence and lack of consideration for logistics and a Plan B - Hammonds compensated us £463.
Thanks for that Hammonds - however, as an Organisation you leave much to be desired.”
“The worse experience ever! Delivery is wrong, no follow up. A week goes by and I have no update on new delivery or finalising installation. The stress this is causing is not worth it. Considering I have paid over £4k to have to chase Hammonds, beg for a call back and nothing. They have taken the money and left my room as a building site. Do not reccomend!”
“Horrible company. 7 months from taking our money and still no installation. Always told a manager is away or will call back and never happens. Complete scam. Avoid”
“Poor communication, poor design, poor quality control. A very stressful and unpleasant experience all round.
We are left with compromised hanging and storage space in two rooms and the need to have our carpets refitted around the modules.
It appears their fitted wardrobes are fitted to match their standard modules and not to the room or customer's requirements.”
“Booked a free design visit for Saturday 1PM. Saturday 1PM comes and goes. No one shows up. I give them a call hoping the designer is simply running late. Am told no designer is assigned to my appointment. Absolute clowns.”
“Shocking Customer Care & Communication!!
When placing the order, my husband and I clearly explained that the room renovation was time-sensitive. We were assured the fitting would take place within a month. However, this date was later changed and pushed back significantly. I expressed that the proposed delay was not workable for us, and the date was brought forward – which we appreciated.
Subsequently, we were contacted again with an offer to bring the date even further forward. Unfortunately, we had a pre-booked family holiday and had to decline. Eventually, the installation was rescheduled for the 28th of May. It was then rescheduled to the 27th but we let this go.
Despite all these adjustments on our part, I was recently informed that the date had now been pushed back again to the 30th of May. This is incredibly frustrating, especially considering the time and money already lost. We have had to cancel carpet fitters, arrange for all plumbing and electrical work to be completed in advance, and make significant changes to our personal plans to accommodate your schedule.
When the agreed installation date finally arrived, the fitter turned up only to discover that the wardrobes had been delivered over 30 minutes away. He had to leave the site to collect the parts himself, which delayed the installation and meant he had to return the following Monday to complete the job. We had to make these arrangements directly with the fitter, as we received no communication from Hammonds regarding the issue or the revised plan.
To make matters worse, I received a call from the team on the Monday asking how the installation had gone — despite it being incomplete. This lack of internal coordination only reinforced the poor communication we’ve experienced throughout.
Upon completion of the installation, we noticed chips had been taken out of our ceiling as a result of the fitting. When we raised this with Hammonds, we were told that this kind of damage “happens” and was not considered significant. While a £100 goodwill payment was offered, this does not cover the cost of re-plastering the ceiling, nor does it reflect the wider inconvenience caused — including the delays, damage, and time off work we’ve had to take to manage what has been described as a routine process.
Overall, the level of service we have received is far below what I would expect. The repeated changes, lack of clear communication, and dismissive customer care have been deeply disappointing.”
“What didn't go wrong. Did not receive what I ordered and even though I told the installer to stop installing the home office he refused to do so. Dealing with customer service was horrendous and everyone's attitude was it was my fault and not Hammonds. Quality of product is not fit for purpose. From start to finish totally unprofessional.”
“What a shambles. we just waited 6 months to have wardrobes fitted but two doors were missing. Hammond’s rescheduled fitter to return tomorrow to fit the missing doors and he has contacted us to say he hadn’t received them so cannot fit tomorrow. We changed our Easter plans so we could be here.Customer services are shocking we have to contact them all the time to get updates. Nobody seems to care or take responsibility and these wardrobe are very expensive we haven’t even had an apology. Stay well away from them and spend your money with a company that gives a damn.”
“Great quality, beautiful finishes, but not the best experience.
Firstly the cost, the designer came, gave us good ideas and got on designing, he then gives an astronomical cost that gets cut in half by adding some sort of different discounts. Obviously you think you have a great deal and say yes. Then we received the "formal" cost and turns out to be higher than what he said a few hours ago at home. On top of that, we were given 2h to confirm and sign contract otherwise all of those "offers" wouldn't count anymore. We proceed, we liked the design and knew it was good quality.
Then, after waiting 2 months, they say it will be 3 days for fitting it and that the bedroom had to be fully unfurnished to give them space to cut and work around.... OK, we will embrace sleeping in the sofa.
The fitter arrives, and says it will actually be 4 days. Comes the third day, and says he will need 5 days. He has finished in 5 days, staying until 7.30pm every single day, the Friday until 8pm. We appreciate the effort and the hard work of the fitter, but it would have been great to know about this beforehand.
Re-organising work arrangements, asking for days off-work to be able to stay at home more days, delaying our son's night routine...
Again, amazing quality, great product, lovely finishes...but it has definitely been a bittersweet experience.”
“Hammond Furniture’s design and customer service is the worst I’ve encountered. They failed to honour our contract, delaying my wardrobe installation despite a 25% deposit paid in September 2024. Designer Ben I. and Head of Design Phil H. arrived late to appointments without notice, while surveyor Nat changed the design on the spot and never sent the promised revision—despite my repeated calls and texts. Phil later paid a visit for a remeasurement. He proposed a cheaper option to cut costs and pushed the installation to February 2025, promising a new design in three days that never arrived. Communication was non-existent; I contacted Customer Relationship over ten times, only to hear admissions of “unprofessional and unacceptable” service and a disappointing refund suggestion. I sympathise with others who’ve faced similar issues with this company - this is not your problem until it becomes yours. Avoid this company—they can’t be trusted.”
“Your company is absolutely shocking. I totally would not recommend this company from start to finish. There customer service is non existent, shoddy fitters, never answer emails or calls. Nothing is down to them and an answer that’s not there fault. Quick to take your money tho!!! My wardrobes are still going on from 13 December to now… that explains a lot. A very unhappy customer and I know I’m not alone !!! Don’t use them it’s not worth the stress and disappointment”
“Absolutely shocking! They treat their fitters terribly, tell untruths and get you to sign off on a plan which not even their customer service team are qualified to read and understand.
Customer service lady called Rebecca was rude with poor manners and conduct. She didn't listen to me say I have an on going issue but cut in mid sentence, AND she proceeded to mark my installation complete despite her acknowledging I have an outstanding issue.
The Installation manager didn't want to know anything and even said he's on a rotation placement so shouldn't be involved!
I would never use Hammonds again and I would never recommend them. What we asked for is not what we had installed. There is a lot of wasted space because it's not bespoke built for you, it's just off the shelf flat pack at set sizes.
Save yourself loads of money without hassle and get a carpenter to build what you want.
You'll be sorry if you ignore these reviews.
They are still chasing me for the final payment- surely everyone knows you get paid once the job is complete?
Despite having an outstanding issue and making a complaint, I still didn't hear back from them, I called them over 2 weeks later!
Never ever again!”
“Unfortunately not a good experience and would sadly not recommend to anyone.
Where to start …
The initial install date was changed last minute, I thought not a problem but meant changing my annual leave at work.
On install the installer noticed the surveyor had made an error. The door going into the bedroom would not open properly as the wardrobe was in the way. This also meant the handle on the bedroom door would bang into the wardrobe damaging the furniture. We have had to temporarily wrap some insulation around the door handle to protect the new wardrobe. Not the look you’re going for when you have spent THOUSANDS on a wardrobe / a company you hoped you could trust.
The joins on the wardrobe were poor meaning a French polisher had to be organised to fill in the gaps.
I was given a date for the French polisher so again took time off work, waited in all day as no specific times are given. No one turned up.
I then received a call from Hammonds to inform me the install was complete and the French polisher had completed the job. I had to inform Hammonds the job was not complete as the French polisher had not turned up. No one thought to notify me of this.
Another date was organised.
Meanwhile we still have a bedroom door that doesn’t fully open with no support from Hammonds to rectify this.
Hammonds have called me multiple times a week to chase the final balance even though the work completed was to a poor standard and still not complete.
Hammonds have made it clear it is “our duty to rectify the problem” hounding me daily for quotes to rectify the door not opening fully. I also informed Hammonds I am due a baby any minute and getting quotes to rectify their error were not high on my priority list at the moment. Ofcourse, they didn’t care, they just want me to find a solution to their poor install so they can receive their final balance payment.
On the phone I was told by a manager they had applied £160 compensation and would further review the full case. I then receive an email of £100 compensation. I had to call them to remind them of our phone call. £160 was then applied. Convenient Hammonds forgot this. Good job for recorded calls.
As a company, Hammonds have been a nightmare to deal with. Sadly a company that are happy to take people’s money but not there to help and support when they make a mistake. It becomes the customers issue to sort on Hammonds timescales (an incoming baby is irrelevant) but they will chase you daily for money.
I was hoping to use Hammonds in our dressing room and 4 other bedrooms. Sadly, would not be recommending or feel confident to use them again.”
“Please think twice before using Hammonds. We’ve had a really disappointing and frustrating experience which has cost us a lot of time and money.
Firstly, they were booked in and due to complete on the 12th of Feb. The fitter came and mentioned they’d ordered the wrong part so we’d have to wait for that to be reordered.
The fitter then came a second time and again mentioned they’d ordered wrong part again and another part was damaged in transit.
Third time lucky we thought, unfortunately not. After juggling time at home for three separate dates over a three week period we had a “completed” media unit.
As soon as I can get the pictures uploaded I will. They really do have to be seen to be believed. It’s terrible workmanship. We’ve contacted customer services and no response so I guess trading standards is the next stop.”
“Following up from my previous post, I have now been offered an installation date 10 days after the original date. I've been offered £150 compensation which does not even cover the costs of buying plastic crates to store the clothes in the interim. My advice is: DON'T USE THIS COMPANY - THEY CHARGE TOP PRICES FOR AN INFERIOR SERVICE!”
